Then there are shipping costs, likely the customers bought it from a local retainer, that may or may not be in business... The endless emails and phone calls. Overall the customers are not in any position of power without a forced recall.
If the customer has no issues there are no issues right?
>Then there are shipping costs, likely the customers bought it from a local retainer, that may or may not be in business...
Again it's an HP and you send it directly to them, the MANUFACTURER has to cover all costs. Your retailer has not made the update so he should have nothing to do with it.
>The endless emails and phone calls.
One email: My printer (serial-number) worked for two years with that toner, since your update it's not working anymore (error blablabla), roll back that update or send me a shipping label.
>Overall the customers are not in any position of power without a forced recall.
Time to change that then right? Restore the functionality of my device or take it back.
You are making a problem where no are.
Customers have been conditioned to blame themselves for any device/product shortcomings, and consider themselves rather unworthy. Personally I have witnessed that first hand that end users consider both hardware and software too hard to use and any misgivings would be attributed to their own faults. That extends to all kind of hardware - including hand tools.
That's something no one can solve for them, never.
But at least they should be capable going into a "Printer-Forum" and ask.
One then will say: Get a refund or roll back the update, i have the same printer...they do that (the asking) with, for example car's all the time.